Call Us, We Won’t Call You

I write a lot on this blog about stupid things that businesses do, not so much to be critical of them but to remind all of us that every single interaction counts.

We got a dog a few weeks back and are looking to install an electric fence.  There are really only a couple of players in this space: Invisible Fence and DogWatch (at least in our area).

We visited Invisible Fence’s website and filled out the information request.  Within a few hours we had a call from a representative with a few options for a time to visit our house.  She came out on time, was very helpful, and gave us a few options for how to fence in the yard, as well as letting us know when they could schedule the install if we were so inclined.

We then went to DogWatch’s website and did the same.  That is where the similarities end.  The DogWatch rep sent us an email saying “Call our office to schedule an appointment.”  Um, what?  When last I checked we were the prospective customer.  We don’t do the leg work.  I was really quite surprised at the impersonal, uninterested response.

Given that Invisible Fence is the standard-bearer in this business, I would think their competition would be going above and beyond to earn new business.  It seems, at least in the case of DogWatch, that they have all the business they need.  What a great position to be in these days.